SIGMA
CONSULTANCY
Synchronous Virtual Format
objective
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Integrate a 360-degree vision of key performance indicators and precision communication skills, to develop improvement plans that involve operational and support areas, increasing the results of the operation.
Profits
Provide monitoring and continuous improvement methodology applicable to multi-channel operations.
Understand that customer relationship channels are migrating towards a digital, multi-channel environment that requires technological differences, typologies, customers and forms of resolution.
Analyze the different types of indicators to be measured, establish a source of indicators and their integrity.
Develop indicators that evaluate the new form of contact with the client using precision tools.
Consolidate comprehensive scorecards with high levels of reliability and validity that show the supervisory and managerial operational performance.
Build improvement plans, measurable according to the new environment.
Transfer continuous improvement methodology applicable to multichannels.
Increase FCR, improve CEX (Customer Experience).
Decrease in BMT.
Decrease in care costs.
Monitoring area strengthening.
Content
Chapter I
Introduction to the report.
Chapter II
Information gathering.
Customer Service Indicator Questionnaire.
Group Customer Service.
Basic Customer Service Skills per Representative with their Strengths and Weaknesses.
Complementary Customer Service Skills.
Chapter III
Final evaluation.
Strengths.
Weaknesses
Areas of improvement.
Annexes
Technicalities Manual.
Benefits manual:
Manual of objections:
Closure process through brain dominance.
Call structure.
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Take with you all the information of the Seminar Increasing the experience in collection channels
Synchronous Virtual Training
Methodology
At TELEACCION we have adapted our training processes to the online training methodology, seeking to guarantee the high standard of pedagogical and technical training programs.
For this:
We reduced the duration of training sessions.
We guarantee interactivity with the participants and pedagogical tools.
We integrate virtual conference platforms, which allow to improve the relationship with the participants, use of whiteboards, separation of groups that also generate control metrics.
Strengths
